IT Service Delivery Technician

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

The IT Service Delivery Technician for Spain & Portugal plays a key role in ensur

The role:

The IT Service Delivery Technician for Spain & Portugal plays a key role in ensuring reliable and efficient IT operations across the region.
This position provides hands-on technical support to end users, manages site infrastructure and IT assets, and ensures high service quality in alignment with Xylem's global IT standards.
The role requires strong collaboration with regional and global IT teams, local business stakeholders, and external vendors to deliver a seamless user experience and continuous service improvement.
 

Principal Responsibilities:

1. End User & Site Support

• Act as the primary IT contact for Spain and Portugal sites, providing onsite and remote support for employees and visitors.
• Troubleshoot and resolve hardware, software, and network issues across laptops, desktops, printers, mobile devices, and conferencing systems.
• Support Microsoft 365 applications, Windows 10/11 environments, and endpoint management via Intune and MECM.
• Provide IT onboarding support for new hires and ensure adherence to security and compliance standards.

2. IT Infrastructure & Operations

• Support local network infrastructure, Wi-Fi access points, switches, and telephony (8x8 / Cisco VoIP).
• Collaborate with the regional infrastructure and network teams to maintain site connectivity and uptime.
• Assist in server migrations, endpoint refreshes, and lifecycle management of IT equipment.
• Perform regular site checks to ensure systems, backup, and security compliance.

3. Service Management & Documentation

• Manage incidents, requests, and changes through ServiceNow, ensuring timely updates and high customer satisfaction.
• Maintain accurate IT asset inventory for all assigned sites and keep documentation current.
• Identify recurring issues and propose improvement measures to enhance service delivery. 

4. Collaboration & Continuous Improvement

• Work closely with the Western Europe IT Service Delivery Manager and regional SD2 colleagues to share knowledge and align processes.
• Support local rollout of IT initiatives, corporate projects, and infrastructure upgrades.
• Contribute to regional IT improvement programs and standardization efforts.

Qualifications & Skills

• Bachelor's degree in IT, Computer Science, or related field preferred, or equivalent professional experience (3+ years in a similar IT support role).
• Strong knowledge of Microsoft Windows 10/11, Microsoft 365, and Intune.
• Familiar with Active Directory, Azure AD, and user account management.
• Solid understanding of LAN/WAN, Wi-Fi, VPN, and mobile connectivity.
• Experience with ServiceNow or similar ITSM tools.
• Basic understanding of IT security principles and compliance requirements.

Certifications (preferred): ITIL Foundation, CompTIA A+, Microsoft MCP, or equivalent.

Languages: Fluent in English and Spanish (Portuguese is an advantage).

Travel: 10% regional travel (Spain, Portugal, and nearby countries).

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.